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Point-of-service collections are becoming increasingly important for patient access areas for many reasons, but this revenue doesn't come easily.
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Carmen Arroyo, clinic operations manager of cardiology, nephrology, and pulmonary medicine at Children's National Medical Center in Washington, DC, set a goal to increase her area's time-of-service collections by 9% over the previous fiscal year. She wound up tripling the amount collected. Here is how she did it:
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If registrars are more accurate when completing registrations, fewer claims denials will result. This clearly improves your hospital's fiscal situation, but remains a daunting challenge for many patient access departments. Here are some steps taken by the patient access department at St. Joseph's Hospital Health Center in Syracuse, NY:
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Here is a payment planÿ
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Here is a payment plan matrix for self-pay patients used by patient access staff at Skaggs Regional Medical Center in Branson, MO.
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William Sullivan, DO, JD, FACEP, director of emergency services at St. Margaret's Hospital in Spring Valley, IL, and a practicing attorney, helped an ED physician defend a case involving a patient who died after being boarded in the ED for more than 5 hours. The ED physician stated that the admitting physician accepted responsibility for the patient. The admitting physician denied responsibility since the patient was not admitted to the floor.
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Two of the American College of Emergency Physicians (ACEP)'s policies address the issue of who is responsible for inpatients being held in EDs. The October 2007 policy, "Responsibility for Admitted Patients" recognizes that the patient benefits when there is a clear delineation of who is responsible for the patient's care.
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After a lawsuit is filed alleging poor care of a boarded patient is not the time to figure out who was legally responsible.
